Training and enrichment opportunities

Submitted by Rita Buhite, user services training coordinator

These events are open to all University Libraries employees.

So HELP Me
This workshop will consider some of the challenges of customer service and how best to handle them. You will learn techniques that will help you solve customer problems quickly and to the customer’s satisfaction. The video, “So HELP Me,” along with the training session, will not only demonstrate techniques for solving customer problems, but will also make the customer service experience more satisfying to our customers and to you.

Workshop will focus on

  • What customers value – positive and negative customer service
  • What’s the toughest part of customer service?
  • Owning the problem
  • Creating an action plan

Dates and Times
March 11, 2015 2:30 – 4 PM
Instructor: Rita Buhite
Location: Mann Assembly Room
Duration: 1.5 hours
Register in TechSmart
The Pennsylvania State University encourages qualified persons with disabilities to participate in its programs and activities. If you anticipate needing any type of accommodation or have questions about the physical access provided, please contact Rita Buhite ( rbb21@psu.edu or 814-867-5034 ) in advance of your participation or visit.

Privacy and Confidentiality
What would you do if law enforcement came to your service desk and asked you for patron information? Do you give it to them or call for help? Find out the answer to this and other privacy and confidentiality questions in this interactive, scenario based workshop.

March 19, 2015 3-4 PM
Presenter: Ann Snowman
Location: Mann Assembly Room
Duration: 1 hour
This presentation will also be available on Adobe Connect.
Register in TechSmart

The Pennsylvania State University encourages qualified persons with disabilities to participate in its programs and activities. If you anticipate needing any type of accommodation or have questions about the physical access provided, please contact Rita Buhite ( rbb21@psu.edu or 814-867-5034 ) in advance of your participation or visit.

Assisting Patrons with Disabilities
In this workshop, Susan Hayya will explain the services available to our patrons and how can we better provide equal access to information to all of our patrons, including those with disabilities.

April 8, 2015 10-11AM
Presenter: Susan Hayya
Location: Foster Auditorium
Duration: 1 hour
This presentation will also be available on Media Site Live (http://live.libraries.psu.edu )
Register in TechSmart

The Pennsylvania State University encourages qualified persons with disabilities to participate in its programs and activities. If you anticipate needing any type of accommodation or have questions about the physical access provided, please contact Rita Buhite ( rbb21@psu.edu or 814-867-5034 ) in advance of your participation or visit.

Panel Discussion – Assisting Patrons with Disabilities
Susan Hayya will lead this panel discussion on assisting patrons with disabilities. Members of the Libraries Disabilities Services Committee will serve as panelists and will share their perspective as well as knowledge and experiences.
April 21, 2015 10-11AM
Presenter: Susan Hayya
Location: Foster Auditorium
Duration: 1 hour
This presentation will also be available on Media Site Live (http://live.libraries.psu.edu )
Register in TechSmart

The Pennsylvania State University encourages qualified persons with disabilities to participate in its programs and activities. If you anticipate needing any type of accommodation or have questions about the physical access provided, please contact Rita Buhite ( rbb21@psu.edu or 814-867-5034 ) in advance of your participation or visit.